Sending a Message to a Someone Else

Place this action at any step in a flow to send a message to someone other than the active contact that reaches that step. For example, this action can be used to:
  • alert others of a contact's progress in a flow
  • alert others of a contact's response to a question in a flow 
  • link a contact to a team member capable of continuing the conversation directly from their own phone. 
Message Forwarding

The following is an example of a flow configured to forward a contact's response to a specific question to members of your team: 



After the contact receives the initial message ("Thanks for reaching out..."), they'll reply with their question, comment or concern (handled by the "Wait for QCC" RuleSet). Next, they'll pass through a Split by Contact Field RuleSets that will determine whether or not the contact has been assigned a name up to this point. If they haven't they'll be directed to a branch that asks for their name and updates it to their "name" field before placing them in the last step. If they have been assigned a name, they'll continue on the the last step. To reference the active contact, add the @step prefix to the contact variables you'd like to call, e.g. @step.contact.name. 

+ Responses to the initial question are collected by the "Wait for QCC" RuleSet, which saves all responses as the flow variable @flow.qcc.

+ By attaching a Send Message to Somebody Else action to a step that follows the Wait for QCC step, we're able to capture the responses it collects:



In the message above, we use variables to represent the following information about each contact that reaches this step:

+ @step.contact.name - represents the name of the active contact - the contact who passes through the Send a Message to Somebody Else action.

+ @flow.qcc - represents the individual contact's response to the initial question, collected by the Wait for QCC step.  

+ @flow.qcc.time - the time at which the individual contact's response was collected by the Wait for QCC step.

+ @step.contact.tel - the locally-formatted phone number of the active contact (as opposed to the E_164-formatted phone number (@step.contact.tel_e164), which would also provide the country code prefix). 

@step.contact vs. @contact


Note that there are two ways to reference contacts and their fields within a workflow:

@contact - references the contact receiving the message. In most cases, this is the active contact - the person whose responses are being handled by the workflow. When using the Send a Message to Someone Else action, @contact refers to the contact or group of contacts to which the message is being sent.

@step.contact - references the contact who sent the last message handled by the workflow. In most cases, this is also the active contact. When using the Send an SMS Response action, @step.contact and @contact are the same contact. When using the Send a Message to Someone Else action, @step.contact refers to the contact who has reached the Send a Message to Someone Else action within the flow, thus triggering it to send.

Here's an example:



Since the message created by the Send a Message to Someone Else action is being sent to Edward, @contact.first_name will be replaced with Edward's first name. @step.contact.name and @step.contact.tel will be replaced with the name and phone number of the patient that just registered via the workflow containing the Send a Message to Someone Else action.

For more information about variables, visit the Flow Variable Reference.

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